Genesis Casino— player complaints: 22 in English

I had verified my account prior to requesting a withdrawal and they assured me since i was verified they would process it instantly. It has now been a day and it hasn’t been processed. Every time I ask they say it’s on the final stage of verification which makes no sense. When I ask for a time they say they can’t give one. Help me get my money! Baring in mind I have provided all necessary documents - ID , POA, ewallet proof etc I withdrew using PayPal

Hello, i did a withdrawal request on the 27. october 2021. But till today i did not received any money.the transaction is still pending and the support tells me everytime that it will take some time. Hopefully you can help me to get my money.

Dear Genesis Casino, This is really worst experience. Previously I had withdrawn but currently the heights of verification. Asking my salary slips, inheritance, offer letter, other casino wins. What is this. If I need to make a withdrawal these are not the conditions. Transaction id is [EDIT]. This is very unethical and illogical. Release it asap.

Hi, I was playing at Genesis casino when I suddenly got logged out and was unable to log back in with a message that said I had requested to self exclude. I emailed them querying it and asking for my funds back, they emailed back and apologised and said they are having technical difficulties with my account. They asked me to fill in a disclaimer saying I didnt request to self exclude - which I did. "Due to a technical issue we encountered your account was blocked in error. Before re-activating your account, we require that you send us the below declaration in response to this email. Kindly copy and paste the below in your response, filling in the details required. " Declaration: I, [Name], with , confirm that prior to today’s date I did not request to be self-excluded from playing with Genesis Global Limited and that I have been made aware that due to a technical issue on 10th June 2021, I was locked out of my account without my authorisation or knowledge. I now wish to have my account reopened by Genesis Global so that I can continue to enjoy playing on the website(s). Furthermore, I wish to confirm that I play on the company’s websites for fun and entertainment purposes and do not have any problem gambling issues and do not wish to be self-excluded and I know that if I wish to limit my activity or close my account I can do so by contacting support or visiting the Responsible Gambling page on the websites at any time. Confirmed by me [Name], [Account number] on [Date] In case of any questions do not hesitate to contact us. Best Regards, Genesis Casino Support Team " I have repeatedly asked them to return my funds - to be honest I dont care about getting my account back I have found better casinos, I always get told they are looking into it and passed to relevent department etc. This has been going on for over a month now, like I say, I only want my funds returned which I am entitled to claim even if I had self excluded(which I didnt). On Sunday I sent a final message saying I will raise further if my funds are not returned within 48 hours, which is what I'm doing now. Thankyou for your help

Hi there, I won £2600 playing slots back in November 26th 2020. I made the withdrawal but I've still not received it. I keep emailing but they're customer service is so slow to respond. After months of chasing they then respond asking for ID and selfies holding my ID. After submitting these documents they then go quiet on me and I keep getting a generic response of someone will come back to me. It has now been 7 months and I'm at my wits end. Please help. Thank you so much...Im at my wits end here.

I was allowed to deposit and play, it stated no documents needed to verify. I have applied for 3 withdrawals and now they have blocked my account siting self exclusion which I did have running until April of this year , I currently have sky bet account which operates correctly. They are not responding to emails, I have tried calling and they're live chat just states email.

My withdrawal as been pending for a montp the say there doing security checks but bothing is happening and i could do with my winnings

Hi From more than 7 days i am waiting my winnings. I register on genesis casino and start to play with real money only i didn't choose bonuses. I played lightening roulette and won there some money means i made like 35 k INR so i decided yo withdrawal it and i did it on 1 June 2021, after that it still shows my withdrawal is in pending today is 7 June already cant believe that how possible which casino do like that. They write over there that need 24 to 72 hours for bank transfers its ok i understand coz there is no other option without bank transfer so i go with it, but now its passed already 160 hours and didn't get anything yet even got only one reply from casino and they said they will update me in 12 hours but after that also already passed 96 hours and no reply again. Please help me for this, thanks.

Hi, after hitting a win at Genesis casino they have not paid since the 2nd December and will not provide me with a satisfactory explanation why. I would appreciate you help in returning my money as I have already submitted many invasive selfies for them before. Thank you

N.B.: This complaint regards multiple casinos belonging to Genesis Casinos, in particular Casoola (815.04€ on 3rd Dec), Kassu (1734.67€ on 3rd Dec), SpinsGods (670.71€ on 9th Dec) and VegasHero (918.30€ on 9th Dec). After having won in these casinos (without violating any maximum spin size or playing any games banned for bonus use), my accounts were, without any communication, disabled. Trying to ask live chat did not help, as there has been no available service agent for days now. For Casoola and Kassu, I received an email on 14 Dec (11 days later), informing me that my account is "temporarily limited as per a standard routine check". Nothing has happened since, and I am unable to withdraw my wins, which are quite significant for me and spread over the four casinos, all of which are operated by Genesis. I am therefore complaining about Genesis with the POGG as an ADR. Thank you!

On the night of 14th November till the morning of 15th I wagered the bonus and made a withdrawal of 705 euro. I am a loyal player at this casino group and I am fully verified. It has been 79 hours and they still didn't process my payment. It doesn't seem like they will anytime soon. I deposit allmost every week with them and deposits are not a problem and are done within seconds. When it comes to withdrawal they try to stall as long as possible however the 72 hours max pending time has already been passed and my withdrawal is still pending. It's 2020 not 1990. I hope thepogg can help in order to receive my withdrawal.

past 9 days try to withdraw my winnings and after a day or 2 is coming back with technical issues. It happened 3 times already. What can i do?.

Hey ThePogg. On 22/6/20 I signed up to Genesis Casino and deposited £100. After winning some money, I wanted to withdraw the full balance of £208.20. I have received nothing and now I cannot log into my account. Please help.

Hi Melissa, You helped me so much last time with Wildz Casino. After that, I get the withdraw and did not play there anymore. They gave me so much stress and because of the bad experience I choose to play at another Casino. I read on this site about 5 top casino's they recommend. And on nr 1 is Genesis Casino. So I started playing there. I lost first. Later I won. I made a withdraw on Sunday. Withdraw pending time is 48 hours. We are now beyond 72 hours. Still pending. For the payout I did (2.000 euro) you don.t even need a verification (thats what I read on their site). Still I send the documents even they did not ask for it. Nothing. No answer. No withdraw. Like I am talking to a stone.  Yesterday I send them an email on 11:24. Did not even get a reply Toay I chat with customer support. Busy busy sorry sorry (yeah yeah). Nothing.  Can you please help me? My username is >email removed by moderator MarijaS< (please delete my email so others cannot see like you did before) and my user ID 9690560

I'm still waiting for my winnings that I won over 2 months ago there was a delay on sending my photo Id I sent this in with all documents they requested including a selfie of myself holding up id but still nothing

I am a member of this casino,and my dad managed get on my phone and register and deposit £500 at the casino when how should he be able to register a card not in my name on my account?surely people could just use stolen cards or use for money laundering?and they blatantly said that they would not of paid my dad if he would have won but I've now been waiting a month to see if they gonna refund it?they just keep playing off and have blocked my account.the case number is03097149

Dear Pogg, I gave up on trying to get my money months ago after spending over a month of sending docs. I sent letter after letter confirming my address and identity, I sent my passport, I then had to send my cards, and then send a selfie. Everything i sent they just wanted more to the point of a handwritten letter next to my face with selfie and passport to the point where I can’t even take a photo that because I live by my self. Can you please try and get my £500 withdrawal and I will never go back there. Thankyou the pogg

Hello, I paid in with my husband's credit card, for which I have a power of attorney for all financial transactions and which is serviced by our joint account. The casino interprets this as violating the ABSs. Although I always use the credit card (I have the power of attorney) Now the 1601 euros I won were simply confiscated.

Basically, I cannot get my funds at genesis casino because casino will not verify me and wont accept my documents. I have submitted everything they asked for and more including confidential paypal documents, age, address and identity. They will not approve my withdrawal because they dont believe paypal account is mine, but i sent at least 10 documents that show proof of ownership including exactly what they requested. It seems as though they are using verification as an excuse not to pay a player. I understand need to be verified, but when a player is verified at hundreds of other casinos and complied with every request they have made, it does not seem fair to deny payment. I literally cannot and could do more to get verified. I really hope you can help me. I asked ask gamblers and they basically told me to get lost. I just want the money that I won and im entitled to.

No contact after resubmitting personal details for verification ( over 7 days )